Support Service Associate Full Time

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances, & embedded systems. For more than 15 years, customers have trusted us for our innovative problem-solving combined with holistic design, engineering, manufacturing, logistics, and global support services.

Job Description

As an Associate, you will be reporting to the Vendor Management Team Lead and supporting him in discharging his deliverables. Your KRA includes but not limited to taking the team to the next level of delivery maturity and maximizing stakeholder satisfaction.

Relevant Experience: 0–3 years

Job Responsibilities

• Responsible for managing all stages of requisition activity using VMS technology & in-house portals, adhering to industry standards and company policy. This includes handling day to day Client & Freelancer/Vendor Queries for workforce procurement, sourcing of candidates, interview coordination, etc.
• Directly (via Job boards, Freelancer Field Service portals, LinkedIn etc.)
• Vendor Partners.
• Any other channel as per Company Directive
• To complete required login hours on daily basis, maintain self-discipline and attendance Schedule Adherence, Maintain a Daily Task Tracker
• Address the client queries and provide solutions within the TAT (Turnaround time)
• Maintain the entire service function experience.
• Adhere to the Service Level Agreement (SLAs)
• Address any problems or grievances to the reporting manager that may have a bearing on productivity or efficiency.
• Attaining Quality Threshold with respect to quality assurance and critical errors
• Ensuring briefing schedules are adhered to and attend 100% of the time.
• Ensure that the existing processes are strictly followed for Service Delivery
• Follow Standard Operating Procedures (SOP) to ensure execution and compliance of overall process cadences.
• Ensure timely execution of initiatives, incidents, and problems, and address operational issues.
• Execute performance management initiatives and KPI´s.
• Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry.
• Ensure the Technicians (Vendor or Freelancers) are assigned on the jobs as per SLA, as and when escalated.
• Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc. Should be portal savvy.
• Ensure that appropriate approvals are in place before executing documents.
• Good to have prior knowledge of background verification requirements and drug tests as per local country law.

Required Skills

• Any Graduate / Postgraduate
• Proficient English reading and writing skills
• Proficient in Microsoft Office applications (MS Excel is mandatory)
• Highly organized of delivering to deadlines
• Exceptional attention to detail and output-oriented
• Ability to follow SOPs
• Problem-solving skills
• Effective analytical skills
• Excellent verbal and written communication is a must
• Good to have prior experience of working on ticketing portals.
• Ability to identify key issues and consistently apply a high standard of integrity, professionalism, expertise, and business ethics.
• Should have the ability to handle pressure and meet deadlines.
• Ability to work independently and as part of a team.